Avaya Inc.

Avay Inc.

Gary Olmsted

Andrew Derek Flockhart

John R Klein

Robert C Steiner

Joylee E Kohler

Sarah Hildebrandt Kiefhaber

Thomas L Hemm

Kenneth R Hackbarth

Jill B Ziobro

A method, apparatus and computer program product for using estimated travel time to schedule an event and/or an event reminder is presented. At least one scheduled event participant is determined, as is a location of the at least one scheduled event participant. A travel time of at least one scheduled event participant to travel to the scheduled event is computed. An event is scheduled for the at least one scheduled event participant, the scheduled event taking into account the computed travel time of the at least one scheduled event participant.

Method and apparatus for using estimated travel time to schedule an event and event reminders

A method, apparatus and computer program product for synchronizing transcripts and recordings of a bridge conference is described. An audio file recording of a bridge conference is accessed as well as a transcript of events associated with the bridge conference. The transcript of events associated with the bridge conference is synchronized with the audio file recording of a bridge conference such that a user can utilize the transcript to navigate to a desired place in the audio file recording of a bridge conference.

Method and apparatus for synchronizing transcripts and recordings of a bridge conference and using the same to navigate through the recording

A contact centerincluding a grouping agentthat is operable to (a) select a first work itemorfor servicing by a contact center resource; (b) determine whether the first work item is related to a second work item, or; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.

Method and apparatus for the simultaneous delivery of multiple contacts to an agent

The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agentoperable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.

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Ashby, MA, United States of America

Gary Olmsted